Frequently Asked Questions

General Questions

Is this site secure?
Yes. Our shopping cart is protected with data encryption up to 256 bits by nsProtect™ Secure SSL certificate. Your personal information is converted into virtually impenetrable code that is safe from hackers and identity thieves. nsProtect™ Secure SSL Certificates provide the three signs of security that today's Internet users expect to see:

1. The closed padlock in the browser
2. The https in the browser address bar
3. An SSL site seal from a respected authority

Placing Orders and Shipping

How long will it take to get my order?
In most cases we ship orders by 11:00 am ET the day the order comes in. Other orders will ship no later than the next business day. Depending on what state you live in, you can receive your order between 1-5 business days after it has shipped.

Can I get an order shipped to me faster?
Yes. We have several shipping options available including: Next Day Air, 2nd Day Air and 3 Day Air. Freight charges are based on the weight of your order and your shipping location. Once you place your order, you will be given the options for expedited shipments along with the rates. The appropriate charges will be added to your order.

Do you ship Internationally?
No. At this time we only ship products to the United States.

Why am I charged a fee for my order going to Alaska or Hawaii when they are part of the US?
Our primary carriers, UPS and FedEx, are unable to deliver ground service packages outside of the contiguous United States. Therefore, we use the US Postal Service which charges additional fees. You may also select FedEx air service or UPS air service at an additional cost.

How can I qualify for free shipping?
We offer free shipping in the contiguous United States on internet orders of $50 or more. The offer does not apply to vendors, distributors, or other volume purchasing partners.

Please note: all orders are subject to merchandise availability. Items are not placed on backorder. If an item goes out of stock it is removed from your order. If this drops your order below the $50 threshold shipping fees will be added to your receipt.

I have an order number. Does that mean you have my order?
No. Whether you place an order or not, as soon as you add an item to your cart you are assigned an order number. If you place an order you will get an email confirmation of receipt. If you do not receive an order confirmation email, we did not receive your order. Please contact us if you are having problems placing your order. You can reach us by phone Monday through Friday from 8:00 am to 5:00 pm ET at 1-800-232-5272.

How do I know you received my order?
You will get an email confirmation of receipt. If you do not receive an order confirmation email, we did not receive your order. Please contact us Monday through Friday from 8:00 am to 5:00 pm ET at 1-800-232-5272.

You will also receive an email when your order ships along with tracking information, if applicable. (USPS shipments will not have tracking numbers.)

How do I return an item?
You may return any unopened packages to The New Image Group. Please call Customer Service at 1-800-232-5272, ext 1 to receive a return authorization number. There is a 25% restocking fee for any unopened, returned product. In addition, if the value of the returned item lowers your overall order value below $50, shipping fees will be deducted from your refund.

Technical Troubleshooting

What is a cookie?  Do I have to allow cookies? 
A cookie, also known as a web cookie, is a piece of text stored on your computer by the web browser. Cookies must be enabled in order to store the contents of your shopping cart prior to checkout. All personal data and credit card information is encrypted and never stored by our site.

How do I allow cookies from this web site?
For Internet Explorer: Open Internet options, select the Privacy tab. Under settings, click the Sites button and input https://www.newimageco.biz/ and click Allow.

For Firefox: Open Options, select the Privacy tab. Click the Exceptions button and input https://www.newimageco.biz/ and click Allow.

Miscellaneous

Do you have a catalog available?
Yes. You can browse our everyday product listing righthere. Please note that not all products in our catalog are available online. If you have any questions, please contact Customer Service at (800) 232-5272, ext 1.

What Are the Differences Between Felt Types?
We have quick reference sheet to help determine which brand of felt is right for you. Check it outhere.

CPE used to have their color cards online. Where can I find them now?
Back by popular demand, we have added our color cards for reference right here. Please note that not all colors/products are available for sale online. Please select which kind of felt you are looking for.

Soft Felt:
9 x 12
By The Yard

Printed Felt:
9 x 12
By The Yard
Premium Felt
Craft Packs
Glimmer Felt
Quick Stick Felt
Stick-It Felt
EZ Felt







Customer Service

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